Call Centre Code Ensures Fairness

A revised Call Centre Code which will operate as a benchmark for the call centre industry has been announced by the Andrews Labor Government.

The code directly applies to government operated call centres and private sector organisations contracted to the government to provide call centre services.

Minister for Industrial Relations Natalie Hutchins has urged all call centre industry participants to adopt and adhere to the code, designed to encourage best practice in call centre management and employee relations.

Since the code was last updated in 2006, there have been significant changes in industrial relations laws.

It provides guidance on industry best practice to improve productivity and encourage innovation, leading to a more sustainable industry. It also supports and encourages growth and higher levels of local employment in the Victorian call centre industry.

It aims to ensure that work is carried out fairly, efficiently and safely for the benefits of the entire call centre industry.

Many employee groups have advocated for the changes including the Australian Services Union.

The updated code is now in force and can be found at

Quotes attributable to Minister for Industrial Relations Natalie Hutchins

“The  Call Centre Code is another example of us putting fairness and safety first in workplaces.”

 It ensures that all call centre workers, regardless of their employment status, are paid the correct wages and provided with the same conditions.”